I had a customer order a print and was unable to pick it up in the “2 Day order completion” time frame, I have a real job and printing is my hobby and yet once the customer confirmed the print as picked up, gave me 4/5 stars for speed when I finished the print after payment in 12 hours ready for pickup!
Quality, service and communication are all open for interpretation but surely if the job is completed within the given time frame customers should not be able to provide less than 5/5, much as ebay gives automatic 5/5 for shipping if the shipment is free.
Is there plans to implement anything as such? I dont think printers should be hurt for customers inability to pickup when a 8 hour window is given every work day.
Contact the customer and ask them to reconsider. If they do, let support know. I had a customer order on a sunday, the next day Monday was a national holiday, and I promptly shipped Tuesday morning. He rated me low for speed. After contacting the customer about how I actually shipped within the fastest possible speed for the circumstances, he reconsidered and contacted 3dhubs support to change it to a five star on speed.
I have done over 100 prints, and have perfect reviews. THE KEY is good communications. Tell the customer how long a print takes, and why. Explain when they will get it and why. This helps the customer understand that you did in fact deliver the product at the fastest possible speed.
I do like your idea that if you ship within the specified time frame, it is an automatic 5/5.
I also think 3d hubs should offer a freeby or two. That is, if your ratings are running at about a 4.5 or better, and a customer puts up a 2, then it is very unfair to the hub, that obviously the customer is being unfair. Maybe we could be allowed to remove 1 bad review that is out of line with the known norms of the hub.
But hey, customers are customers. I have had great customers, but they are people, who sometimes act irrationally. But it would be a lousy business without them.
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That’s some really good advice right here! Communication is in fact the key to get the best reviews. I didn’t know that support could actually still modify the review though…
